Create & Configure a Sync Policy for Google's G Suite

Article ID: 1316
Last updated: 10 Apr, 2019
Important Note: Riva makes use of G Suite labels, similar to Exchange folders. That is why the Riva Manager application and other user interfaces show the word "folder" while the documentation refers to "labels".

Create a sync policy:

Configure the sync policy:

The following policy settings pages are available:

  • General - Identify the name of the policy and the target CRM connection and target G Suite accounts.
  • Sync Start Time - Identify the historic item filter for address book, calendar, and task items.
    • In sync policies created in Riva 2.4.46 or higher, the Re-Initialize page replaces the Sync Start Time page. For more information, see Re-Initialize page.
  • Scheduling - Settings to control full and quick drop label sync frequencies.
  • Address Books - Settings to control the sync of contacts and leads.
  • Calendar - Settings to control the sync of calendar appointments and phone calls.
  • Attendee Syncing - Settings to control calendar processing and attendee filter options
  • Tasks - Settings to control the sync of tasks.
  • Other - Identify the modules to enable for SmartConvert and AssignTo.
  • SmartConvert - Settings to enable and configure how email items can be converted into CRM items.
  • Inbox and Sent Item - Settings to enable and configure auto sync of email from the Gmail mailbox.
  • AssignTo - Settings to enable and configure creating and using drop labels for modules enabled on the Other page.
  • Connection Options - Settings to select the CRM connection method.
  • Advanced Options - Settings to handle advanced options.
  • Email Notification (Optional.) - Settings to enable and configure email notification for specific Riva error events.

Once the CRM sync policy has been completely configured, the policy can be saved and the Riva CRM Agent Service can be installed. Certain sync policy options will be locked down to prevent sync errors in the future.

Create a CRM Sync Policy for G Suite

Before creating a Riva sync policy for G Suite connections, ensure that the following tasks have been completed:

  • A Riva connection to the target CRM has been created and tested.
  • A Riva connection to the target G Suite system has been created and tested.
  • A trial or purchase license has been requested and activated.

Types of Synchronization

With respect to this article, Riva performs four types of data synchronization:

  • Initial Sync: After a target user has been added to a sync policy, Riva reads all of the policy filter settings and sync data from the CRM to the target user's G Suite mailbox. The initial sync normally makes the following changes to the G Suite mailbox:
    • Contacts and leads are copied from the CRM to the user's Address Book and assigned a Riva sync category. Any contacts or leads created in the Gmail Contacts are also created in the default My Contacts group in G Suite.
    • Appointments and phone calls are copied to the user's calendar and assigned a Riva sync category.
    • Tasks are copied to the user's task list and assigned a Riva sync category.
    • If SmartConvert is enabled, a set of Create New email sync drop labels are created.
    • If AssignTo is enabled, a set of AssignTo labels are created with corresponding unique email sync drop labels by module type.
  • Full Sync: Normal scheduled sync of all new and modified data for enabled modules.
  • Drop Label Sync: Scheduled check for and sync of email from drop labels to the CRM.
  • Re-initialize Sync: If data sync has stopped or become unlinked or corrupted, the administration can re-initialize all or selected user accounts. For more information, see Manage syncing users and re-init options for sync policies.

Recommended Best Practices for Creating Riva On-Premise Sync Policies

The goal is to create a CRM sync policy that can be configured and tested against the target systems with minimal disruption to the target systems or users. These best practices should be followed for evaluation and production deployments:

  • Ensure that you DO NOT select the SAVE button on a sync policy until all of the policy options have been configured.
  • When creating a CRM sync policy, always ensure that the policy is disabled. This will permit installing and configuring the Riva sync service without having to attempt to sync individual users.
  • To limit testing and mitigate the impact against the target systems, select only one or two target users. Actively involve those users in the testing of Riva syncing of CRM and G Suite data.
  • Configure the CRM sync policy to meet the expected requirements of the target users.
  • Enable the CRM sync policy, and confirm that the initial synchronization is successful and at least two complete data sync cycles are completed.
  • Tweak the CRM sync policy settings to better meet the needs and expectations of the target users, and confirm the results of all changes.
  • Once the CRM sync policy settings are finalized and tested, add the remaining target users. Confirm that the initial synchronization is successful and at least two complete data sync cycles are completed for each new target user added to the policy.

To Start the Wizard to Create a Riva On-Premise Sync Policy

  1. Start the Riva Manager application. On the menu bar, select Policies.

  2. In the left pane, under Enterprise CRM Integration, select Google CRM Synchronization.

    The Edit CRM Synchronization window appears and displays its General page.

  3. In the lower left corner, clear the Enabled check box.

    This ensures that the policy can be saved multiple times and Riva will not attempt to sync defined target users until the policy is enabled.

  4. DO NOT SELECT SAVE. Proceed with setting the General settings.

Configure the CRM Sync Policy Settings

The next task is to configure the CRM sync policy. DO NOT select SAVE — which would save the CRM sync policy — until the various policy settings have been configured. Saving the policy early would lock in certain settings and prevent them from being modified. To allow the locked settings to be modified, you would need to select the General tab and select to Re-initialize All with the Full Option for all settings.

The General page

This is where you can

  1. Modify the policy name as desired. Optionally provide a description.

  2. To add the CRM connection, click or tap select.

    • If only one CRM connection exists, it is added. You are done here. Proceed to the next step.

    • If there are multiple CRM connections, they appear in the Choose Connection window.

      Select the desired connection, and select Ok.

  3. To add the target G Suite account(s): To the right of the G Suite Accounts list box, select Add. In the G Suite Browser window, add individual mailboxes and/or distribution groups or import mailboxes from a .csv file. (Riva 2.4.40 or higher.)

    • To add individual mailboxes and/or distribution groups:

      If the Choose Connection window opens and displays multiple connections, select the desired connection.

      In the Mailbox Browser window that appears, do one or both of the following:

      • Enter the desired target mailbox email address, and select check name.

        The system attempts to resolve the value against the target email system. If the target account exists, the email address for the account appears and is underlined.

      • Enter the name or email address of a mail-enabled group.

        At run-time, Riva extracts the names of the users and adds them to the list of users to synchronize. The group's members are refreshed once a day or every time the sync engine is started. For more information, see Use distribution groups.

      Select add to add the target user and/or distribution group to the list.

      After adding all the target users and/or distribution groups, select Ok.

  4. In the Mailboxes list box, confirm that the target or targets have been added to the list.

    Only the target G Suite accounts are identified. When Riva syncs to the CRM, Riva links to a CRM account with the primary email value that is identical to the primary SMTP email address value of the corresponding target G Suite account identified in this list.

    Note: It is common for some CRM accounts to be configured with the same primary email address value. This is often done for a CRM user who is also the administrator; both the admin account and the individual's CRM account will be configured with the same email address value. Because Riva cannot differentiate between multiple CRM accounts with the same email address value, it reports that as a sync error and will not sync data for that user.

  5. DO NOT CLICK SAVE. Proceed with setting the Sync Start Date/Time settings.

The Sync Start Time page

In sync policies created in Riva 2.4.46 or higher, the Re-Initialize page replaces the Sync Start Time page. For more information, see Re-Initialize page.

  1. Select Sync Start Time.

  2. Enter the Synchronization Start Time, which creates a historic item filter and defines which items are copied from the CRM to the target user's G Suite account during the initial sync.



    When Riva performs the initial sync, Riva selects contacts and leads, calendar items (appointments, phone calls, meetings, etc.), and uncompleted tasks that were created or last modified on or after the defined synchronization start time value provided.

    Important Note

    During the first sync cycle, Riva syncs items from the CRM to the email system as follows:

    • Appointments whose “Start Date/Time” is the same as or later than the specified “Synchronization Start Time”.
    • Tasks whose "Due Date" is the same as or later than the specified “Synchronization Start Time”; otherwise, if no “Due Date” is specified, Riva syncs active tasks.
    • Items from all other modules when the items' “Modified Date” is the same as or later than the specified “Synchronization Start Time”.

  3. DO NOT CLICK SAVE. Proceed with setting the sync schedule options.

The Scheduling page

How does Riva handle long running synchronizations?
When synchronizing a user's content, if the synchronization cycle lasts longer than the defined interval, Riva delays the scheduling of the next cycle until after the current synchronization cycle has been completed.

This is where you can

To control sync poll scheduling:

  1. Select Scheduling.

    By default, Riva schedules each target user for a full sync every 5 minutes during peak times and every 30 minutes during off-peak times. Additionally, Riva is configured to perform drop label checks at a faster frequency than full syncs and to dynamically schedule drop label checks based on the number of target users and the full sync schedules.

  2. Make adjustments to the full sync frequency values.


    Adjust the peak and off-peak full sync frequency to best match the number of target users, which modules are enabled, the expected number of changes to data in the CRM or in G Suite, and whether the CRM is on-premise or is hosted.

  3. Select Edit Peak Times to adjust the parameters that define "peak" times.



    By default, Riva has "peak" times configured as Monday to Friday, 7 am to 6 pm. (Riva uses the G Suite server configured time.) Make adjustments to these values to accommodate users who work from different time zones.

  4. Select Edit Blackout Times to adjust the parameters that define "blackout" times when Riva does not sync data.



    By default, Riva has "blackout" times configured as Sunday to Saturday, 11 p.m. to 5 a.m. (Riva uses the G Suite server configured time.) Make adjustments to these values to accommodate users who work from different time zones and scheduled maintenance routines for on-premise G Suite and CRM servers.

  5. Clear or select the Check drop labels on fast sync schedule check box.

    • [Cleared]: Disables drop label checking and syncing on a fast schedule. Email drop folders are checked during the full sync cycle for each target user. For more information, see Adjusting CRM drop-folder quick check schedule.

    • [Selected]: Drop folder checking and syncing are on a fast schedule. Clear the Automatically calculate drop label sync schedule check box to manually specify a fixed schedule for drop label syncing.

  6. Select Advanced Scheduling to configure module level schedules.



    For more information, see How to configure advanced module-level scheduling.

  7. DO NOT CLICK SAVE. Proceed with configuring address book sync options.

The Address Books page

This is where you can

  1. Select Address Books.


    This screen shot displays the default settings for contact and lead synchronization.

  2. Configure the Address book category / name setting.

    When Riva performs an initial sync, if either contacts or leads are enabled, Riva adds the Address book category name to the user's G Suite Contact group list. By default, Riva displays a category name that matches the target CRM. If the CRM sync policy has not been saved for the first time, the value for the category name can be modified. Once the CRM sync policy is saved for the first time, the values of category names are locked and grayed out.

    By default, all contacts that Riva syncs from the CRM and creates in the G Suite address book are synced to the contact group list specified. Colors are not supported in Gmail Contact. For leads, assign a subgroup name under Leads; see Apply one or more filters.

    When doing bi-directional sync from G Suite to the CRM, a copy of the contact is stored in "My Contacts" in G Suite. This is the default behaviour for G Suite. Note: Even though the contact exists in both "My Contacts" and the specified Contact group section, both occurrences are considered the same item. Google also imposes a limit on the total number of contacts you can hold in your Google account. For more information, see Contacts size limitations.


     
  3. Select Require group or Sync all new.

    • Require group: (Default.) The user has to copy or create the new contact in the Riva-created group before Riva can sync it to the CRM.

    • Sync all new: Riva automatically syncs new contacts to the CRM and assigns the contact to the group if not using the default group.

  4. Set the Google Address Book options.

    Match account domain: Defines how Riva matches the account name when it syncs new contacts from the G Suite address book to the CRM.

    Default: Only if Company Name is missing.
     

    Match Account Domain Options Riva Processing Actions
    Only if Company Name is missing: Riva looks for a CRM account that matches the email domain name only if the Company field is blank. If "Company" has a value, Riva searches the CRM for an account with a matching name.

    (1) If a matching CRM account exists, Riva creates a CRM contact and links it to the matching CRM account.

    (2) If a matching CRM account does not exist, Riva creates a CRM account by using the "Company" value as the account name and creates a CRM contact and links it to the new CRM account.

    If "Company" is empty, Riva searches the CRM for an account with a matching email domain name. Riva checks the account website and email values for a match.

    (1) If a matching CRM account exists, Riva creates a CRM contact and links it to the matching CRM account.

    (2) If a matching CRM account does not exist, Riva attempts to create an orphan CRM contact.
    Never: Riva never looks for a CRM account that matches the email domain name, whether the Company field has a value or not. If "Company" has a value, Riva searches the CRM for an account with a matching name.

    (1) If a matching CRM account exists, Riva creates a CRM contact and links it to the matching CRM account.

    (2) If a matching CRM account does not exist, Riva creates a CRM account by using the "Company" value as the account name and creates a CRM contact and links it to the new CRM account.

    If "Company" is empty, Riva attempts to create an orphan CRM contact.
    Always: Riva looks for a CRM account that matches the email domain name if it cannot find a match for the value in the Company field or if the Company field is blank. If "Company" has a value, Riva searches the CRM for an account with a matching name.

    (1) If a matching CRM account exists, Riva creates a CRM contact and links it to the matching CRM account.

    (2) If a matching CRM account does not exist, Riva searches the CRM for an account with a matching email domain name. Riva checks the account website and email values for a match.

    (2a) If the email domain name matches a CRM account, Riva creates a CRM contact and links it to the matching CRM account.

    (2b) If the email domain name does not match a CRM account, Riva creates a CRM account by using the "Company" value as the account name and creates a new CRM contact linked to the new CRM account.

    If "Company" is empty, Riva searches the CRM for an account that matches the email domain name. Riva checks the account website and email values for a match.

    (1) If a matching CRM account exists, Riva creates a CRM contact and links it to the matching CRM account.

    (2) If a matching CRM account does not exist, Riva attempts to create an orphan CRM contact.
     
     
  5. Under Contacts and under Leads, set the options.


    Synchronize Contacts: (Disabled by default.) If the check box is selected, syncing for contacts is enabled; Riva adds the specified contact group (for example, "CompanyCRM") to the user's Gmail contact group list.

    Synchronize Leads: (Disabled by default.) If the check box is selected, syncing for leads is enabled.

    Lead Subcategory: Leads are placed in their own contact group, as specified here. All Leads synced from or to the CRM are assigned (for example, "CompanyCRM Lead").

    Sync Direction: Two options are available from a drop-down list.

    • Bidirectional: (Default.) Enables Riva to sync contacts and/or leads from the CRM to G Suite and from G Suite to the CRM.

    • CRM to Google Only: Enforces one-way syncing from the CRM to G Suite.



    Filter by: Two options are available:

    • All visible: All CRM contacts and/or leads that are visible are syncable to the corresponding user's G Suite address book, but other filters also apply.

      • For Salesforce, NetSuite, and Oracle On Demand, which use Basic Impersonation mode, this filter option syncs all contacts that are visible to the Riva connection user specified in the Riva connection to the CRM.

      • For GoldMine, 1CRM (info@hand), intelecrm, Microsoft Dynamics CRM, Sage CRM, Infor CRM (Saleslogix), and Sugar, which use Enterprise Impersonation mode, this filter option syncs all contacts that are visible to the target CRM user.

    • Must be Owner: Only the contacts and/or leads that the user owns (or is assigned) in the CRM are synced to the corresponding user's G Suite address book.

    Riva also supports "organic contact filters", which dynamically sync contacts if there is a relevant relationship documented in the CRM for an activity related to the contacts (appointment, archived email, or a contact on an opportunity, case, quote, project, etc. owned by the user). For more information, see Organic contact filtering.

    Certain CRM systems "Sync to Contact" or similar options. For more information, see Sync to contact filter options for Sugar.

    Max Record Count: (Enabled by default.) When this is enabled, Riva limits the total number of contacts or leads to sync. The default value is 1000. Riva selects the most current contacts or leads based on the date/time last modified or created.

  6. DO NOT CLICK SAVE. Proceed with configuring Calendar sync options.

The Calendar page

This is where you can

By default, appointments, meetings, and/or events are synced from the target users' CRM calendar to a separate Google calendar. We recommend syncing to the default calendar. Riva supports appointments that are flagged as Private. See Private appointments.

  1. Select Calendar.



    This screen shot displays the default settings for calendar synchronization.

  2. Configure the Category name and Color settings.

    If a calendar item is configured to sync, then when Riva performs its initial sync, Riva syncs the CRM calendar item to the Google calendar and assigns the correct color. If syncing to a separate calendar, Riva adds the Calendar category and colour name to the user's Gmail Calendar list, and Riva syncs the current CRM calendar items to the target user's G Suite calendar and assigns the Calendar category name. By default, Riva displays a category name that matches the target CRM. If the CRM sync policy has not been saved for the first time, the value for the category name can be modified. Once the CRM sync policy is saved for the first time, the values of category names are locked and greyed out.


    By default, all calendar entries that Riva syncs from the CRM and creates in the G Suite calendar are colour-coded with the colour selected here. For phone calls, assign a subcategory name and colour under Phone Calls; see Apply one or more filters.

  3. Under Packaging, select Choose package (which is selected by default), and select the package option from the drop-down. For more information, see Google calendar sync with CRM: Three Riva packages.


    Options include:

    • Default Calendar with Attendees on Body: (Default when Choose Package is selected.) This is the recommended package for most scenarios. It allows syncing of CRM-created appointments and meeting invites from outside the organization. It is suitable for mobile users, because Riva syncs the attendee contact details to the body of the calendar item. (The attendees would not be visible if they were on the guest list.)
    • Default Calendar with Attendees on Header: Riva syncs CRM calendar items to the default Google calendar. This option is designed for a closed environment where only Riva users are required to sync only internal calendar items. Meeting invites from external individuals outside of the organization do not sync.
    • Separate Calendar with Attendees on Body: Riva syncs CRM calendar items to a separate calendar in Google, essentially acting as a mirror of the items in the CRM calendar. CRM-synced items are not displayed on the default Google calendar. It is suitable for mobile users, because Riva syncs the attendee contact details to the body of the calendar item. (The attendees would not be visible if they were on the guest list.)

  4. Configure the reminders.

    Riva automatically syncs alarms in the CRM to G Suite/ as notifications (and vice versa). The Disable reminder synchronization option turns alarm / notification sync off.



    Even with this option selected, the first time sync of calendar items from the CRM to G Suite sets a 15-minute notification. For instructions on completely disabling all alarm and notification syncing, see Disable alarm and reminder synchronization.

    If Disable reminder synchronization is selected, you can set the Override Default Reminder option. Riva sets the default reminder to the calendar appointment that it creates in the target system. If a user creates a calendar item in the CRM, Riva syncs that appointment to G Suite, overrides the default reminder setting, and sets the reminder by using the time specified in the drop-down. The same occurs when the calendar item is created in G Suite and synced to the CRM.



    Once the calendar items have been created in the target system (email or CRM), reminder sync continues to be disabled.

  5. Configure the related contact details. Select the button for options to append details to the appointment subject and/or the appointment body.

  6. Select a recurrence option (Google to CRM): Make Riva sync the first appointment of a recurring calendar series from G Suite to CRM, or make it sync the entire recurring series. For more information, see Synchronize G Suite recurring appointments.


     

  7. Apply one or more filters to the calendar items.

    Because CRMs support different types of calendar items, the following settings may look different for your CRM.

    Enable / Disable: By default, syncing is enabled for all available calendar item types. Clearing a calendar item type disables the Riva sync for that type.

    Sync Direction: By default, syncing for all Calendar item types is set to Bidirectional. Optionally set this to CRM to G Suite Only, which makes Riva sync unidirectionally, from the CRM to G Suite, essentially treating the CRM calendar items as read-only from the mail system.

    Appointments: If this is selected, Riva assigns the calendar category name and colour to appointments.

    Phone Calls: Riva assigns the Calendar category and subcategory names to the phone call item, for example Company CRM Phone.

  8. Set the CRM calendar advanced options.

    By default, Riva syncs CRM calendar deletions as deleted items in G Suite. To ensure that deleted CRM appointments sync to G Suite as Cancelled appointments, select this option. For detailed instructions, see Calendar option to handle deleted CRM calendar items.

  9. Set the Google calendar advanced options.

    • (Riva 2.4.50 or higher.) Skip Google appointment marked as "Free".
      (Riva 2.4.49 or earlier.) Ignore "All Day Events" with "Show As: Free".


      By default, Riva ignores all appointments that have the setting "Free" (not only all day events that have that setting). By default, when someone schedules an appointment in G Suite, it is marked "Free". Other G Suite users still see the user as free when doing a busy search.

      Not all CRMs respond in the same way when Riva syncs an all day event to them. Some CRMs create an all day event and flag it as "Show As Busy". If the user tries to schedule another event during that time, it is denied because the user shows as busy.

      Select or clear the check box. (The screen shot shows the wording used in Riva 2.4.49 or earlier.)

      • [Selected]: Riva does not sync G Suite appointments that are marked as free to the CRM.
      • [Cleared]: Riva syncs every appointment to the CRM, unless another option prevents the syncing of some appointments.
         
    • Skip email appointment if "Private". By default, Riva syncs G Suite appointments marked as private to the CRM and either handles them as private CRM appointments (if the CRM supports the private flag) or "privatizes" the appointment in the CRM (see Private appointment handling). Select this option to skip G Suite private appointments. This option can also be applied with an app.settings file; see Custom option to ignore private appointments.

    • For Google originating appointments, do not update appointment body from CRM. By default, Riva syncs any changes made to calendar appointments in the CRM. For appointments originating in G Suite, Riva syncs the appointment body to the CRM, removes HTML formatting, and may drop contents past a certain number of characters. Selecting this option prevents Riva from syncing the body content of those appointments back to G Suite, which would inadvertently apply unwanted content changes to the G Suite appointment.

  10. DO NOT CLICK SAVE. Proceed with configuring Task sync options.

The Attendee Syncing page

This is where you can

Note: By default, this feature is configured to inherit and use the email processing options from the SmartConvert page.

  1. Select Attendee Syncing.



    This screen shot displays the default settings for the Attendee Syncing page.

  2. Configure the Inherit settings from SmartConvert option.

    • [Selected]: (Default value.) Calendar syncing uses the SmartConvert options to process attendee syncing and filter options — even if the SmartConvert feature is disabled.

    • [Cleared]: You can set the meeting attendee processing options and filters to be different from the SmartConvert email processing options. Configure the Contact and Account/Organization Creation Options and the Contact Creation Filtering settings accordingly. For an explanation of each option and filter, see the SmartConvert page.

  3. DO NOT CLICK SAVE. Proceed with configuring the Task options.

The Task page

This is where you can

By default, Riva syncs CRM tasks (personal or module-specific) to the user's G Suite task list and syncs new G Suite tasks to the user's task list in the CRM.

  1. In the left column, select the Task tab.


    This screen shot of the Task page displays the default settings for task synchronization.

  2. Set the Category name.

    When Riva performs an initial sync, if any task item type is enabled, Riva syncs copies of CRM tasks to the applicable task list in the user's Gmail client. By default, Riva displays a category name that matches the target CRM. If the CRM sync policy has not been saved for the first time, the value for the category name can be modified. Once the CRM sync policy is saved for the first time, the values of category names are locked and greyed out.

    By default, all contacts that Riva syncs from the CRM and creates in the G Suite task list will be categorized.

  3. Select Create separate task list or Use existing default task list.

    By default, Riva is configured to Create separate task list so that all CRM tasks are shown in the Task List that Riva creates on the first sync.

    In the GMail client, users need to set the view to that task list to see and work with tasks. This means that the user must manually create the task in the Riva created task list or the default Gmail task list to sync new tasks from Google to the CRM. In this example, the Category name is CRM. The user has to select the CRM task list in the client to see the CRM synced tasks.

  4. Under Tasks, configure the options.

    Because CRMs support different types of task items, the following settings may look different for your CRM.


    Enable / Disable: By default, syncing is enabled on all available task item types. Clearing a task item type disables the Riva sync for that type.

    Sync Direction: By default, syncing for Task items types is set to Bidirectional. Syncing can be set to CRM to G Suite Only, which makes Riva sync unidirectionally, from the CRM to G Suite, effectively treating the CRM task items as read-only.

  5. DO NOT CLICK SAVE. Proceed with configuring the Other page options.
     

The Other page

This is where you can

CRMs have different modules available. The options available to you may vary depending on the CRM.

  1. Select Other.


    This screen shot displays the default settings on the Other page.

  2. Configure the Parent label for module setting.

    If either SmartConvert or AssignTo are enabled, during the initial sync, Riva creates a parent label to contain the email sync drop label structure. By default, Riva displays a parent label name that matches the target CRM. If the CRM sync policy has not been saved for the first time, the value for the parent label name can be modified. Once the CRM sync policy is saved for the first time, the values of parent label names are locked and greyed out.

  3. Enable the synchronization of one or more modules by selecting the Synchronize check box of that or those modules.

    By default, email sync support is not enabled for any module. The modules list varies depending on the type of CRM that the sync policy is connecting to. Selecting a module check box enables email sync support for that module and creates a corresponding set of labels inside the parent label: During the initial sync, Riva creates a parent label structure that matches the enabled modules. These labels are created and managed by Riva. If a user moves or deletes a Riva-managed label, Riva recreates the label. Here is an example of a created label structure:

    Company CRM
          Cases
          Opportunities

     
  4. Configure the filters.

    Filters affect the email drop labels and connect email items that Riva will sync to the CRM. If the Opportunities module is enabled, Riva creates drop labels for the most current opportunities based on these filters and the filter settings in the AssignTo page.

    • Filter by: All Visible. Riva creates drop labels and connects to email items for the most current opportunities that are visible in the CRM. This may be a good option for supervisors, team leaders, and managers who need to see opportunities, cases, quotes, etc. that they do not own.

      • For Salesforce, Netsuite, and Oracle On Demand, which use the Basic Impersonation mode, this filter option syncs all items (opportunities, cases, etc.) that are visible to the Riva connection user specified in the Riva connection to the CRM.

      • For GoldMine, 1CRM (info@hand), intelecrm, Microsoft Dynamics CRM, Sage CRM, Saleslogix, and Sugar, which use the Enterprise Impersonation mode, this filter option syncs all items (opportunities, cases, etc.) that are visible to the target CRM user.

    • Filter by: Must be Owner. Riva creates drop labels and connects to email items for the most current opportunities that are assigned to the target user in the CRM. This may be more appropriate for account executives and sales reps with defined opportunities who need to see only the opportunities they own.

  5. DO NOT CLICK SAVE. Proceed with configuring the "SmartConvert" options.

The SmartConvert page

This is where you can

  1. Select SmartConvert.


    This screen shot displays the default SmartConvert settings.

    SmartConvert is Riva's method to sync a copy of an email from G Suite to the CRM.

  2. Enable or disable SmartConvert.

    Enable SmartConvert: (Selected by default.) To disable SmartConvert for the target users, clear the check box.

  3. Define the parent label name for the conversion drop labels.

    Parent label name for convert labels: This identifies the prefix for all of the email sync drop labels. If modules are not enabled on the Other page, this adds a "- Create New Email" drop label immediately below the CRM sync parent label. If modules are enabled on the Other page, this adds "- Create New <type>" labels throughout the CRM sync label structure.

    Tip: Place "- " (a hyphen and a space) before "Create New", so that the "- Create New <type>" drop labels appear at the top of the respective label where they are located. During the initial sync, Riva will add "- Create New" labels to the label structure created by the Other settings, for example:

       Company CRM
          - Create New Email
          Cases
             - Create New Cases
          Opportunities
             - Create New Opportunities

    Using SmartConvert to Create Cases, Opportunities, Quotes, or Projects. When a user places an email in a "- Create New <type>" drop label, Riva creates the new item in the CRM by using the following process. For the purposes of this example, we will discuss creating a new opportunity. The process is the same for all object types that are enabled on the Other page.

    1. Riva attempts to match the recipient email address with a CRM contact or account. If Riva does not find a match in the CRM, it creates a CRM account and contacts as required. The new CRM contacts and/or accounts are assigned to the CRM user who converts the email by using SmartConvert.

    2. Riva creates an opportunity. The Subj: of the email is used as the name of the new opportunity. This opportunity is created in the target CRM account, and the target CRM contacts are added to the new opportunity. The new opportunity is assigned to the CRM user who converts the email by using SmartConvert.

    3. Riva creates a copy of the email in the email store of the CRM and links it to the opportunity and to the assigned CRM contact(s) and CRM account.

    4. If the AssignTo feature is enabled, Riva creates an Opportunity connect email in the Opportunities label in the target user's G Suite account. Riva also creates an Opportunity drop label under the Opportunities - AssignTo label. For more information, see the AssignTo page.

    5. Riva manages the processed email item and either deletes it from the "- Create New Opportunities" drop label or returns it to the Inbox, depending on the configured option.

  4. Set the Contact and Account/Organization Creation Options.

    When a user places an email into a "- Create New" drop label, Riva reads the addressees in the header of the email and attempts to find a matching CRM user (referred to as the "system user" in the Riva logs), contact, and/or lead in the CRM for each addressee. Syncing (creating a copy of) the email into the CRM is handled in accordance with the contact and account/organization (and email item handling) option settings.

    To select an option, select the corresponding check box.

    Must match or create at least one Contact or Lead: (Default: not enabled.) If this option is enabled, before Riva can create a copy of an email in the CRM, it must identify or create at least one CRM contact or CRM lead. Riva does not consider a CRM user (system user) to be the same as a contact or a lead. If both this option and the option "Users and Contacts are mutually exclusive" are enabled, then when a user attempts to sync an internal only email and all the addressees are CRM users, the sync fails because Riva cannot locate a matching contact or lead.

    Do not match against recipient CC and BC email addresses: (Default: not enabled.) If this option is enabled, Riva does not attempt to match the CC and BC email addressees against CRM users, contacts, or leads in the CRM.

    Treat replyTo as email sender: (Default: enabled.) This allows Riva to process emails sent from a web service and match the CRM contacts by using the Reply-to value, which is normally used to record the customer email address.

    If no Contact is matched, match against Leads: (Default: disabled.) If this option is enabled, Riva attempts to match email addressees against CRM leads if there is no corresponding CRM contact. Riva matches only one email recipient as a lead.

    If recipient is not matched, create Lead instead of Contact: (Default: disabled.) If this option is enabled, Riva creates a new CRM lead for an email addressee if Riva cannot match against a corresponding CRM contact or lead.

    When creating a new Contact, if no Account is matched, create new Account: (Default: enabled.)

    • If this option is enabled, when Riva creates a new CRM contact, it links the new contact to an existing CRM account with the same email domain name; otherwise, Riva creates a CRM account and links the new CRM contact to the new CRM account.

      • If the email addressee is just an email address (for example, johnd@mycompany.com), then the new CRM contact is named for the email address (for example, johnd@mycompany.com).

      • If the email addressee is a name and email address (for example John Doe <johnd@mycompany.com>), then Riva creates a CRM contact named "John Doe".

      • If a CRM account is created, it is named for the email address domain name, for example "mycompany.com".

    • If disabled, Riva links a new CRM contact to an existing CRM account; otherwise, it creates an orphan CRM contact (if the target CRM supports orphaned contacts).

    Delete item upon successful processing, instead of returning to label: (Default: [Cleared].) Select or clear the check box.

    • [Cleared]: If Riva can sync the email item to the CRM, it moves the email item back to the Inbox and adds the category Processing Complete to the email. This is a visual cue to the user that the email sync was successful. If Riva cannot sync an email because an error has occurred, Riva leaves the email item in the "- Create New" drop label and adds an ERROR category to the email item to help identify the cause of the non-sync issue. This option is recommended if users are going to manage emails from mobile devices.

    • [Selected]: If Riva can sync an email item to the CRM, Riva deletes and purges the email item from G Suite. Advise all users to place a copy of email items in "- Create New" drop labels. Placing an original email item in a drop label results in its being deleted and purged, which makes the email item non recoverable. Caution: This option is not recommended for users who manage emails from mobile devices, unless the mobile device has a "copy" option. Most mobile devices allow users only to move an email to another label.

     

    and delete item if no recipients matched or created, instead of remaining in label: If the Delete item upon successful processing and Users and contacts are mutually exclusive options are both selected, this related suboption automatically removes emails for which Riva cannot find a required match. This option is normally selected when implementing rules to autoarchive inbound email.

    Users and Contacts are mutually exclusive: (Default: [Selected].) Select or clear the check box.

    • [Selected]: Riva checks the recipient email addressees and compares them to CRM users (system users).

      • If Riva matches an email recipient with a system user, it archives that email to the CRM user account.

      • If it does not match, Riva creates a contact for each email recipient.

    • [Cleared]: Riva does not check email addressees against CRM users. If Riva cannot find a matching contact or lead for an internal user, Riva creates a contact for internal users. As a result, emails synced to the CRM by Riva are linked to contacts created by Riva instead of being linked to the CRM account that the user would log into the CRM with.

    • [Whether Selected or Cleared]: Riva creates a CRM contact for internal (employees) that do not have a CRM user account, unless a creation filter blocking the company email domain exists (see below).

     

    Assign to Account of matched Contacts: (Default: [Cleared].) Select or clear the check box.

    • [Whether Selected or Cleared]: When Riva syncs an email to the CRM, it creates a copy of the email item in the email store of the CRM and creates a link for the email item in the activity history of the matching contact(s).

    • [Selected]: Riva also creates a link for the email item in the activity history of the CRM account of the matching contact(s).

    Include Email Body As Attachment: (Default: [Cleared].) When this option is selected, Riva saves the email body as an attachment to the converted email item. Use this for CRMs that have a small maximum character limit on converted email items created in the CRM. For example, if the NetSuite option to sync email as a task item is enabled, NetSuite limits the description field of those task items to 10,000 characters. For long emails, Riva's Include Email Body As Attachment option allows the text of the email to be saved as an attachment to ensure that all the contents of the email are saved.

    Include Original Mime as Attachment: (Default: not selected.) When this option is selected, Riva saves the email in the activity history and saves the original email as a MIME attachment (.EML file). For more information, see Sync original MIME email as .EML attachment in the CRM.

    Include original attachment with the Mime attachment: (Default: not selected.) When this option is selected, Riva saves email attachments related to the Mime attachment (instead of being saved in the activity history).

    Hide "Create New ..." folder: (Default: not enabled.) When this option is selected, Riva does not create the corresponding email drop folder in the user's mailbox. This prevents the user from manually converting an email into a specific module while allowing email sync for other modules. If a module is not selected on the Other page, Riva does not create that "- Create New" drop folder. This option supports syncing detail emails for a module from CRM to email and supports AssignTo email sync but prevents creating new module items (for example, opportunities, or cases).

  5. Set the contact creation filtering.

    Disable all contact, lead and account creation: Select or clear the check box. (Default: [Cleared].)

    • [Selected]: Riva does not create contacts, accounts, or leads. Riva syncs the email item if email addressees are matched to corresponding contacts or leads (depending on the options selected previously). — If no matches exist: The email item is moved back to the Inbox or Sent Items label, and at this point, Riva's default behaviour varies depending on the release:

      • In Riva 2.4.39 and earlier releases, Riva assigns the Skipped Item - No Matching Contact category to the email item.

      • In Riva 2.4.40 or higher, the category is not assigned by default. If you want Riva to assign that category, apply the following advanced custom option to the CRM connection:

        Sync.Crm.PostItemSkipProcessing.Disabled.ReasonCode = NoTokenFound

  6. To filter specific email domains for CRM contact and account creation, select Edit Creation Filter.

  7. In the filter creation window that appears,

    • Enter a comma-delimited list of email domains to exclude from CRM contact and account creation, for example "@mycompany.com, @yourcompany.net, @thecompany.org". You can also enter each domain on a separate line. Most companies include their email domain in this filter to prevent Riva from creating contacts for the company employees in the CRM.

    • To prevent SmartConvert from creating new CRM contacts and accounts, enter an asterisk (*).

    • Click OK to save the filter.

  8. DO NOT CLICK SAVE. Proceed with configuring the Inbox and Sent Item options.

The Inbox and Sent Item pages

These pages are where you can

Warning: This feature is disabled by default. Enabling this feature on the Inbox page and/or the Sent Items page in conjunction with clearing (= not selecting) the Require Category check box results in the automatic archiving in the CRM of respectively all email in the Inbox label (not including child labels) and/or all email in the Sent Items label (not including child labels). Automatic email archiving can contribute to a significant increase in the amount of data stored in the CRM. Because Riva cannot distinguish between single emails and threaded email discussions, a copy of every email in the thread is synced to the target CRM. Enabling automatic archiving of all email can result in significant additional associated data storage costs for the CRM solution. We recommend fully investigating data storage costs with the CRM vendor before enabling autosync of all email.

Riva does not sync email during a user first sync poll. After the first time sync, Riva autoarchives only newly received (inbound) and/or newly sent (outbound) email.

Require Category option: If you select the Require Category check box, the automatic email processing is disabled, and users can manually categorize any pre-existing email in the Inbox and/or Sent Items labels to trigger Riva to sync that email to the CRM. The category name is defined on the Other page as the parent label name.

To enable email sync from the Inbox label and/or the Sent Items label:

  1. Select Inbox or Sent Item.


    This screen shot displays the first few default Inbox settings. The Inbox settings and the Sent Item settings are the same, but they are configured independently and have an effect respectively only on the Inbox emails and the Sent Items.

  2. To enable email sync directly from the user's Inbox and/or Sent Items labels (but not their sublabels), select respectively Enable Inbox Processing and/or Enable Sent Items Processing on respectively the Inbox and/or Sent Items pages.

    There are no email drop labels for Inbox or Sent Items processing. The Inbox and/or Sent Items processing archives in the CRM every email that is saved to respectively the Inbox and/or Sent Items labels (except their sublabels) in the target user's G Suite mailbox.

    Note: Riva has a Require Category processing option, which if selected (on the Inbox and/or Sent Items pages) archives only the emails from respectively the user's Inbox and/or Sent Items mailbox label if the user has assigned the Riva category to the item. This is usually a category that is named after the SmartConvert parent drop folder/category name specified on the Other page.

  3. If you have selected Enable [Inbox and/or Sent Items] Processing, configure the Inbox and/or Sent Items Contact and Account/Organization Creation Options and the Contact Creation Filtering settings.

    Note: The Inbox processing and Sent Items processing do not inherit settings from SmartConvert. Three distinct sets of options and filters must be configured: one for Inbox processing, one for Sent Items processing, and one for SmartConvert; but the explanations for the Inbox processing and Sent Item processing options and filters are the same as for SmartConvert. For an explanation of each option and filter, see the SmartConvert page.)

    Recommended Best Practice: If you clear the Require Category check box and thereby enable the automatic processing of all new inbound or outbound email, we strongly recommend selecting the Disable all contact, lead and account creation option. This ensures that only email that matches an existing CRM contact or lead is processed and archived to the CRM and prevents unwanted, unsolicited email from being archived.
     

  4. DO NOT CLICK SAVE. Proceed with configuring the AssignTo options.

The AssignTo page

AssignTo is Riva's technology: Dropping email items into designated labels archives the items to the CRM modules that are enabled on the Other page.

The AssignTo page is where you can

  1. Select AssignTo.



    This screen shot displays the default AssignTo settings.

  2. Enable AssignTo for the target users by selecting the Enable AssignTo check box.


    Enable AssignTo: (Default: [Disabled].)

    Parent label name for AssignTo labels: This identifies the parent label for all of the email sync unique item drop labels. If modules are not enabled on the Other page, this has no effect. If modules are enabled on the Other page, this setting adds AssignTo labels throughout the CRM sync label structure, one for each module type. During the initial sync, Riva adds AssignTo labels into the label structure created by the Other settings. Riva adds a separate drop label for each active item type. For example, a drop label is created for each open case and active opportunity assigned to the target user. Following is an example of a Riva-created label structure:

      CompanyCRM
         - Create New Email
         Cases
            - Create New Cases
            Assign To
              Drop label for an open case (uses name for the case)
              Drop label for an open case (uses name for the case)
              Drop label for an open case (uses name for the case)

         Opportunities
            - Create New Opportunities
           
    Assign To
              Drop label for an active opportunity (uses name for the opportunity)
              Drop label for an active opportunity (uses name for the opportunity)
              Drop label for an active opportunity (uses name for the opportunity)

    Category name: This is the G Suite category that is assigned to an email item that is placed in an AssignTo drop label. When Riva performs a sync, the category name instructs Riva to sync a copy of the email to the applicable item (case, opportunity, etc.) in the CRM. There is no need to change the category name.

  3. Under AssignTo Label Creation Filters, select and configure filters.



    Limit the number of labels: Select or clear the check box. (Default: [Selected]. Default value: 30.)

    • [Selected]: Riva creates a maximum number of drop labels per module; for example, a maximum of 30 individual case drop labels and 30 opportunity drop labels. If the maximum number of labels exist and a new object (opportunity or case) is created or modified in the CRM, Riva removes the oldest drop label to make room for the newest drop label. During the initial sync, Riva creates individual drop labels for the most current items based on the last created or modified date for the item. Tip: If a drop label does not exist for an open or active item, the user can force Riva to add a drop label by opening that item in the CRM and saving it. The item does not need to be modified; all the user has to do is save it. The save modifies the date last modified, and Riva sees the item as the most current item and syncs an individual drop label for the item.

    • [Cleared]: Riva creates a unique drop label for every active item in the CRM that is assigned to the user (based on the security filter applied for that module on the Other page).

    Limit the age of items for which drop labels will be created: Select or clear the check box. (Default: [Cleared].)

    • [Selected]: Riva automatically removes an item drop label if it becomes stale based on the number of days that the item has not been updated in the CRM. Activity against an item includes changes made to the item in the CRM and any emails that are synced to the item through the corresponding AssignTo item drop label. Tip: Set the value to the average length for sales cycles or case resolutions cycles.

    • [Cleared]: Tip: We actually recommend selecting the filter to reduce the total number of item labels that Riva has to check every sync cycle and quick label check.

  4. Under AssignTo Sort Options, select one or more options.


    Sort by date modified: (Default.) Once drop labels are created under the AssignTo labels, the labels are displayed in a descending order by date/time last modified with the most current label at the top of the list.

    Sort alphabetically: Users who have many AssignTo drop labels may find them more easily in alphabetical order.

    Case: Sort by Case number: If you select this option, Riva sorts Cases by case number in ascending order.

    Riva also provides an advanced option to modify the order of AssignTo drop labels.

  5. DO NOT CLICK SAVE. Proceed with configuring the Connection Options.

The Connection Options page

This is where you can

  1. Select Connection Options.


    This screen shot displays the default Connection Options settings.

  2. Under Execution Threads, set the Maximum number of concurrent execution threads.

    Every target user consumes one execution thread per sync cycle. If the Maximum number is set to 3, Riva can sync three users concurrently. Set this value to best match your environment. This option is used to throttle the processor load on the G Suite and CRM systems.

    Best practices:

    • For the initial sync of new users: 2 or 3 threads.

    • For normal sync cycles: 2 or 3 threads for GoldMine, Saleslogix, or hosted On Demand CRM services.

    • For normal sync cycles: 3, 4, or 5 threads for on-premises CRM servers.

    • If not all modules are enabled, for normal user sync cycles, set to best match the performance parameters of the Riva host server and the target systems. Note: If the threads value is set to 11 or higher, Riva displays a warning.



    The thread count is cumulative. If you have multiple sync policies enabled, Riva uses the total of the thread values set in each sync policy. See Controlling concurrent Riva synchronization threads.

    For more information and recommendations for large systems, see Calculate Riva server requirements for scalability.

  3. Select the correct CRM connection method for your system.

    • Use Impersonation: (Primary method.) (Default.) This is the most secure, scalable, and preferred option. It uses the credentials of the Riva connection accounts to the CRM and to G Suite to impersonate each account. Passwords are not required, because the connection "impersonates" the user of the G Suite and CRM service accounts. The CRM account used in the CRM Connection Wizard must be an administrator-level account, and the CRM must support impersonation. Not all CRM solutions are supported. Some CRM systems need special configuration. If this option was not already selected and you want to use impersonation for the CRM connection, select this option. Riva opens a window to confirm that the impersonation will work when using the CRM connection selected on the General page.

      • If the impersonation check passes, select OK.

      • If the connection fails, Riva displays a warning with an explanation.

        Refer to the Riva system requirements for your CRM, and ensure that those requirements are met. Try selecting Use Impersonation again. If it continues to fail, contact the Riva Success Team.

    • Use the configured CRM account: (Tertiary method.) Select this

      • to synchronize a single CRM account to many G Suite accounts.

      • to synchronize single user accounts, but this requires creating a unique CRM connection and CRM sync policy for each user, because this method synchronizes only the CRM account used in the CRM connection.

    • Use LSAKey to extract LDAP password: (Secondary method.) If LDAP authentication is configured on the target, this method uses the LSAKey to extract the LDAP password for each Active Directory account and connect to the CRM with the extracted credentials. This method requires configuring a Riva Active Directory Connection in addition to the G Suite connection. For more information, contact the Riva Success Team. To implement LSAKey support, contact the Riva Success Team.

    • Use a CSV file that contains CRM login information: This method uses a CSV file that contains the email address, CRM user name, and password. This is the least secure option. It is used when email addresses for target accounts in the CRM do not match the corresponding target account in G Suite and email addresses cannot be modified; or when no other option works with the target CRM.

  4. DO NOT CLICK SAVE. Proceed with configuring the advanced options.

The Advanced Options page

This is where you can

  1. Select Advanced Options.



    This screen shot displays the default Advanced Options settings.

  2. Under Privilege Exception Handling Options, set how to handle create, modify, and delete CRM permission/privilege errors that prevent an item from being synced from the G Suite account to the CRM.


    For more information, see Handling CRM permissions / permission errors / privilege exceptions.

  3. Under Contact Deletion Options, select or clear the check boxes to govern the syncing of contact deletions from the G Suite account. For more information, select the links.


    Synchronize contact deletions from G Suite: (Default: [Cleared].)

    Enable deletions of Contacts that are marked "private": (Default: [Cleared].) This option does not apply to G Suite, because there is no G Suite option to set a contact to be private.

    Move deleted contacts to "Deleted Items": (Default: [Selected].) When a user deletes a Riva-synced contact in the CRM, Riva deletes the contact in G Suite and moves it to the Deleted Items container in the user's mailbox.

  4. Under Attachment Options, select or clear the options that control the syncing of attachments of emails and calendar items to the CRM.

    Supported CRMs: Riva can sync attachments for most supported CRM systems. These include GoldMine as of Riva version 2.4.39: GoldMine no longer requires the advanced option key described in GoldMine: Advanced option to synchronize attachments to GoldMine.



    Do not synchronize attachments: (Default: [Cleared].)
    • [Cleared]: Attachment syncing is enabled. Note: For an appointment attachment, only the URL is synced. It is synced to the CRM appointment's description. It is up to the CRM user to use the link and provide authentication to access the attachment.

    • [Selected]: Attachment syncing is disabled. Note: There are advanced options to disable attachment syncing on a per-module basis.


    Append attachment summary (name and size) to body: (Default: disabled.) If enabled, if an item with attachments is synced to the CRM but one or more attachments are blocked by a filter, an attachment blocked summary is added to the body of the item saved in the CRM. For calendar items, the summary indicates only the name of the attachment. For all other items, the summary indicates the name and size of the attachment.

    Attachment Filtering - Filter by Maximum File Size (MB): (Default: 0, which means "Unlimited".) Specify the maximum size value for attachments. This value is applied against any attachment that Riva attempts to sync to the CRM. Note: This option does not apply to attachments on appointments, because Google does not expose the size of attachments.

    Attachment Filtering - File Extensions: (Default: [Filters are empty].) Select the Include or Skip option; select Configure File Extensions; and in the text box that appears, specify a comma-separated list of file extensions for this filter. Note: This option does not apply to attachments on appointments, because Google does not expose the file type of attachments. Because the file type is not always visible in the file name, no attempt is made to extract the file type from the file name.

    • Inclusive filter: Select Include attachments with specified extensions to make this filter inclusive. Only the attachments that match the file extensions listed in the text box and equal to or less than the specified maximum file size are synced from Google to the CRM.

    • Exclusive filter: Select Skip attachments with specified extensions to make the filter exclusive. Riva does not sync attachments that match the file extensions listed in the text box.


    Automatically skip images embedded in HTML body: (Default: [Cleared].)

    • [Cleared]: Riva attaches embedded image files from HTML emails to the plain text emails created in the CRM. This includes images that are normally part of a signature block.

    • [Selected]: Riva does not sync the embedded graphics.

  5. To add or edit advanced options or custom options, select Custom Options.

    Not all advanced options are available for configuration on the CRM sync policy pages. Our clients often request additional features, which we make available by means of custom options. A custom option consists of a key name and an associated value; it enables and configures a feature or advanced capability.



    For more information, see Set custom options for a CRM connection or a sync policy.

  6. Select Personal Email Domain List. In the text box, add a comma-separated list of emails domains.

    More and more people use "generic" or "personal" email services like Gmail or Hotmail for business use. Certain email domains, like gmail.com and yahoo.com, are not valid when using SmartConvert to create new contacts, because SmartConvert would assign the personal contact to a generic company called gmail.com or yahoo.com in the CRM. This option enables the use of SmartConvert and AssignTo to sync emails to the CRM from addressees that use personal email service accounts. These are called "person accounts".



    Note: This feature is automatically enabled and configured to handle the "gmail.com", "yahoo.com", "hotmail.com", "aol.com", "geocities.com", and "me.com" email domains. For more information, see How SmartConvert can support generic - personal email domains.

  7. Select Private "Company Name" Overrides.

    This is for users who use email clients, applications, or mobile devices that do not support G Suite "Private" contacts. This option would be used if contacts are being synced to the Default Contact List and a mobile user wants to create a contact and flag the contact as "Private". By adding one of the key words to the "Company" field when creating a new contact, a user prevents Riva from syncing the contact to the CRM.



    Riva automatically enables this option and configures it to check for "me", "my", "personal", or "private" as the keywords. Use this option to change the keyword list. For example, add additional phrases to indicate company employee contacts that you do not want Riva to sync to the CRM. For more information, see Prevent sync of Contacts marked as "Private" to CRM.

  8. Select Enable Distribution Group Lookups.

    By default, if Riva encounters the email address of a distribution group, it does not expand that list to determine the addressees. If the Enable Distribution Group Look-ups check box is selected, Riva queries the G Suite system to expand the distribution group if the email address of the group matches the current user.



    If the G Suite system supports additional email domains for distribution groups, use the list to add those domain names.

    Warning: Enabling this option requires additional system resources and affects the performance of the Riva server and of the connected G Suite system.

  9. DO NOT CLICK SAVE. Proceed with configuring Email Notification.

The Email Notification page (optional)

This is where Riva admins can configure settings for the Riva server to send out email notifications when Riva-related event error thresholds have been reached. For more information, see Enterprise event notification.

  1. Select Email Notification.

  2. Select Send Email Notification to enable the feature and configure the following options.

    SMTP Host: Specify the DNS name (or IP address) of the SMTP service. Ensure that the service relaying enabled for the Riva server IP address.

    Port: Provide the correct SMTP port for the SMTP host.

    Enable SSL: Select the desired setting: Enabled: Use SSL. Disabled: Do not use SSL. Inherit/Default: We do not set any options.



    Username and Password: Provide the login credentials to connect to the SMTP host.

    Subject: Provide the desired generic subject for the email.

    From: Provide the "reply-to" email address for the email.

    To: Provide the primary email address of the user or distribution list that will receive the email notification.

    BCC: Provide a comma-separated list of BCC email addressees.

    Clear all >>: Clears all the values in the form.

    Test Settings: Tests the connection to the SMTP host by using the provided username and password.

    Requirement: Email notification requires configuring event notification for enterprise environments on the Riva server.

  3. SAVE THE SYNC POLICY.

Saving the Policy File and Installing the Service

A new CRM sync policy can be saved at any time. The very first time the very first CRM sync policy is saved, Riva opens a window to ask if it can install the CRM Agent Service. If the CRM sync policy is enabled and Yes is selected, the service is installed and started. If there are no enabled policies (the best practice is to disable new policies when you create them), no data will be synched between the CRM and G Suite.

  1. Select Save to save the policy.

    Because the Riva CRM Agent Service is not installed, Riva prompts to install the service.

  2. If you have sync needs that are not addressed in the sync policy you just configured, select No, and contact the Riva Success Team for further configuration.

    There may be other reasons for selecting No. Selecting No is safe: it merely prevents installing the Riva CRM Agent Service until you select Yes. Riva displays this prompt every time the CRM sync policy is saved until Yes is selected and the service is installed.

  3. When the configured policy is ready for testing, select Yes.

    Selecting Yes installs and starts the Riva CRM Agent Service. If you disabled the policy, the service starts but does not attempt to sync data to the target users.

How saving a sync policy changes the policy

Three significant changes occur when a new CRM sync policy is saved:

  1. The Sync Start Time page changes to lock the Sync Start Date and Time, the list of target users appears, and the user management tasks tool bar becomes visible above the user list.

  2. On all other policy pages, the category and sub-category names, address book names, and parent labels are greyed out.




    In older versions of Riva, the only way to make changes to those items is to select all the users and select a full re-initialization for all users for all modules on the Start Sync Time page.



    This action unlocks all the locked fields and settings in the CRM sync policy. If the policy has never been synched before through the Riva CRM Agent Service, there is no effect on the first initial sync of the users when the policy is enabled.

Applies to

  • Riva On-Premise for G Suite.
  • Riva 2.4.40 or higher.
  • In sync policies created in Riva 2.4.46 or higher, the Re-Initialize page replaces the Sync Start Time page. For more information, see Re-Initialize page.

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Article ID: 1316
Last updated: 10 Apr, 2019
Revision: 51
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